Support – IT Support Specialist

ALOHA POS

Restaurant & Retail Point of Sale Systems

About the job

Cardinal Business Equipment (CBE) is a leader in providing innovative Point of Sale solutions to the hospitality & retail industry in St Louis and throughout the Midwest. We are looking for a software support specialist to work in our new technology call center located in St Louis MO. If you are interested in being part of a leading technology support team, please submit your resume.

GENERAL POSITION SUMMARY:

Our Call center supports restaurants who are using NCR-Voyix Aloha POS Software as well as other POS solutions. As a support specialist 80% of this person’s day will be responsible handling level 1 and level 2 inbound calls from customers and assisting them with programming and software issues or troubleshooting computer and network issues, then accurately logging the interactions and resolutions within the ticketing system. They will take around 40 calls a day resolving or escalating tickets to proper channels. The industry we service requires fast resolution to critical failures because their business depends on the technology to communicate orders, keeps track of individuals’ purchases and secure payments.

RESPONSIBILITIES:

• Act as a first point of contact for users striving towards first call resolution but able to escalate when needed
• Troubleshoot Tier I (as needed) and Tier 2 issues with end user computers, touch screen terminals, tablets, payment terminals, POS printers and peripherals
• Handle user’s requests for menu changes and operational programming requests and answer questions about the software
• Perform Basic hardware and software troubleshooting
• Record detailed issue description, document troubleshooting steps performed, and enter issue resolution in the ticketing system
• Follow up with customers to ensure the issue has been resolved
• Achieve Aloha support certification through the NCRU online learning center while you are receiving hands on training as a level one responder
• Help support the set up, programming, training, installation, and implementation of new POS systems

SKILLS NEEDED

• Intermediate to advanced knowledge of most recent Windows and Apple operating systems including iOS, iPadOS, Windows, Microsoft Server
• 1+ years of experience in Service Desk, Help Desk, or Technical Support role
• A college degree in IT related field or working on it
• Experience or 1st hand knowledge of restaurant operations
• Creative and analytical thinker with strong problem-solving skills
• Clear, professional communication skills — both written and verbal
• A customer-focused mindset and the ability to explain technical concepts to non-technical users

Pluses 

• C++ Certification
• Network+ Certification
• Experience with NCR Voyix Aloha Software

Evaluation period: 90 days

Advancement opportunities to Sr. Support Specialist, Project Management, & Sales Support